I once remembered a middle-aged customer who brought his grandson to the supermarket for shopping. It was a hot summer, and the room was air-conditioned, cool and pleasant. However, after customers showed their grandchildren around, they began to complain that there were many mosquitoes in the supermarket, and they also bit some bags on their grandchildren, thinking that the supermarket environment was not good, and asked us to compensate their grandchildren 100 yuan for medical expenses.
After listening to the customer's complaints, we laughed and cried, while calming the customer's excitement and watching the child being bitten. In fact, it's not as serious as the customer described.
In order to gain customers' trust, we accompanied her to the fruit section to carefully check the hygiene of the supermarket when shopping. I saw that in the fruit exhibition area, our staff placed aromatherapy to repel mosquitoes, and we could also see that cleaners kept the ground and stalls clean anytime and anywhere, but we didn't see the phenomenon that mosquitoes were flying all over the place as customers said.
But the customer didn't listen to our explanation at all and said, "Of course, opening the door to do business will put in a lot of mosquitoes and bite your children. If you die, you can't afford such a responsibility. " Looking at unreasonable customers, we can only force a smile and persuade each other.
Under our patient explanation, the customer's arrogance gradually subsided. We bought her a bottle of Liushen toilet water and let her leave the supermarket safely with a gift. Looking at the customers who are far away, our hanging hearts are finally put down like a big stone.
Every customer is God, and our customer service staff will try their best to solve all their problems. However, an understanding customer can solve every problem perfectly.